SQM Group

mySQM™ - Knowledge Builder​

mySQM™ FCR Insights Knowledge Builder is a searchable library of CX Essentials soft skills, social styles, and validated best practices for improving FCR and providing great CX.

an Icon green checkmark above a tablet over graphs on a blue hexagon

CX Soft Skills

Proven essential CX soft skills for resolving calls and providing a positive CX.

an Icon with four hand icons overlapped.

Social Styles

Information that CSRs can use to be more flexible in interacting with different customer social styles.

an Icon of a trophy in an isometric view.

Best Practices

Validated people, process, and technology practices for improving FCR and CX.

Knowledge Builder Library

mySQM™ FCR Insights customer service management software Knowledge Builder helps call centers share information internally. This intuitive search tool is designed to answer frequently asked questions and be an online tutorial for improving FCR or providing great CX. The Knowledge Builder feature brings the right knowledge to the right people at the right time to improve FCR and CX by providing a searchable library on CX soft skills, social styles, and validated FCR best practices. This content can be used from the agent to the call center level. In a single platform, this brings VoC performance data and a great, searchable content library to provide suggestions on how as agent or call center can improve FCR and CX performance.

A fine grey line with a grey hexagon in the middle.

Great FCR and CX Improvement Content

Backed by over 20 years of FCR research and consulting data, the Knowledge Builder feature provides intuitive and searchable insights to CX soft skills, social styles, and validated FCR improvement best practices. The Knowledge Builder provides great content and insightful suggestions for improving FCR and providing great CX.

 

a graphic of an open book with computer tabs and more books being projected onto it.

All-In-One Platform

In a single platform, the Knowledge Builder brings VoC performance data and a great, searchable content library to provide suggestions on how an agent or call center can improve FCR and CX performance.

A vecotor illustration of a platform system with call center objects on each level

User-Friendly

SQM is continually updating and maintaining all the great FCR and CX content, so you don't need to. The content is specifically designed with call center employees in mind. It is intuitive and user friendly so that users can action the insights to improve FCR and provide great CX performance.

A vector graphic of two people with hearts above their heads looking at graphs
/* XXXXXXX start chatbot XXXXXXX*/